How do I process services cases as a merchant? (Germany)

Introduction

If a customer has received the ordered goods defective, or if a defect occurs during the statutory warranty period, they can open a service case.

From a legal and contractual perspective, the service case is a statutory warranty case, but in communication with the customer it is often also referred to as a guarantee case.

The statutory warranty period is stored for the respective product and is linked to the order in the customer account.

Principles & processing times

To ensure smooth customer service, the merchant must primarily observe the following principles:

• In a service case, the customer has a contractual right to a solution (e.g., replacement, repair, or credit). The warranty period displayed on the product in the online shop applies. The customer cannot freely choose the type of solution they receive. Partial and current value credits are not permitted.

• Within the first 14 days (so called “DOA period”), the merchant should provide an immediate solution to the customer, for example by crediting the purchase price or sending a replacement without delay.

• The merchant must, on the one hand, follow all process steps in the Partner Portal (see After Sales) and, in parallel, contact the customer regarding finding a solution.

• The merchant ensures timely and customer-oriented processing of all service cases and proactively keeps the customer informed in case of delays.

• The merchant is also responsible for transport damage that occurs on the shipping route from them to the customer.

Contractual basis: Terms of use Marketplace Germany

Open

The merchant processes all service cases in the Partner Portal

Unknown Attachment

DE